Nortel Networks BCM50 3.0 manual Intelligent Contact Center Agent Guide

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Intelligent Contact Center Agent Guide

BCM50 3.0

CallPilot

Document Status: Standard

Document Version: 03.01

Part Code: NN40040-101

Date: August 2007

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Contents Intelligent Contact Center Agent Guide Trademarks Task List Task List NN40040-101 Contents Contents NN40040-101 Audience About this guideAbout CallPilot Symbols and text conventions Feature Getting started NN40040-101 To log on from a two-line display telephone Logging on to CallPilotTo log on from a one-line display telephone Logging on to Multimedia Contact CenterTo log on if you are taking only voice calls To log on if you are taking only browser callsWhat you should log on to Logging off CallPilotTo log off from a two-line display telephone To log off from a one-line display telephoneTo change your password from a two-line display telephone Changing your agent passwordTo change your password from a one-line display telephone Log on Using Feature CodesActivity Codes Supervisor HelpDisplay Waiting Calls To have an Activity Code sessionTo Display Waiting Calls Using Display Waiting Calls with a memory buttonNot Ready Programming Not Ready to a memory button To use Not ReadyAudible Notification Interval Record a CallMemory button indicators To program a feature to a memory buttonProgramming a memory button Using Automatic Answer Other CallPilot featuresTo transfer a call Transferring callsSilent Monitor Viewing call informationImportant considerations about using features To play messages in a skillset mailbox Skillset mailboxesFollow-me browsing Multimedia CallPilot agents only Checking skillset mailboxes for messages